The facts of life Why Do Clients Feel Undeserved?

Transcription

1 The facts of life Why Do Clients Feel Undeserved? When it comes to handling and managing angry clients and customers who feel underserved, not heard, or not appreciated, it's often about doing the little things that can make it end up right. Veterinary practices and in fact many companies large and small have been sued by unhappy customers who were merely looking for a little compassion, humility, and an apology from the frontline employees they were dealing with. Let s take a lesson from the Medical Industry.. In his bestselling book Blink: The Power of Thinking Without Thinking (2005, Little, Brown), author Malcolm Gladwell reminds us that physicians tend to get sued for malpractice by patients who believe their bedside manner is; sorely lacking, abrupt, rushed, or dismissive. Could we as Veterinarians find a message in these facts? Yet, for those physicians who demonstrated real empathy, listening skills, and even the rare ability to admit they don't have every answer, their rates of being sued was quite low. "Doctors are human and they make mistakes," goes the reasoning of most people who did not consider malpractice litigation. Unfortunately, in my travels I consistently encounter practitioners and practice staff that feel that can t say Sorry to their clients, or to admit that they may even have made a mistake. And before I get a ton of s and feedback I agree and I will say that we need to be careful as to EXACTLY how we say that. This Information is fully copyright and is part of the For more information: dge@turbochargeyourpractice.com phone (+61) (0)

2 But still let s focus on the point of all this; empathy, listening, courtesy, admitting errors and/or admitting that you don t know everything has been shown to SIGNIFICANTLY decrease the incidence of litigation. It s an interesting point don t you think! So read on.. When there is real empathy in the encounter clients are much more likely to give the Veterinarian or the staff-member the benefit of the doubt. However, when the client feels overlooked and ignored, lawyers often get phone calls. The solution is not to train (Veterinary and ancillary) employees and give them classes on how to be nice to customers. Many employees chafe when dragged into what they perceive as "smile training" programs, designed to make them more friendly. These programs teach platitudes and dubious techniques, like using the customer's name frequently, memorising catchy service slogans, or smiling constantly, even over the telephone. It's not always easy to get employees who are tired, frustrated or apathetic to respond to the needs of entitled, angry, or simply confused customers who demand a high level of service. Consider the following model which will help all of your Team get through every customer interaction, whether it's positive or negative and make every customer service interaction GREAT!. This model focuses on education and empathy and performing the work necessary to show customers and clients that you and your Team really do care: G - Greet the client with genuine sincerity and, if it's in person, real eye contact. R - Reassure the client that you will take personal responsibility of his or her issue or problem until it's (re)solved. This Information is fully copyright and is part of the For more information: dge@turbochargeyourpractice.com phone (+61) (0)

3 E - Explain what you will do or have done for them, giving as much detail as they may desire. A - Act accordingly and accurately, in terms of the duties you need to perform to truly solve the customer's problem. And get back to the client in an appropriate time frame (within THEIR time-frame needs) and let them know EXACTLY how things are going. T - Thank the customer for his or her cooperation, patience, and business and MEAN IT. There is an old adage when it comes to improving client service that sounds paradoxical and it is: a complaint is a gift. It s actually the title of a book by Moller & Barlow and well worth a read (if you can manage to get hold of it) Negative customer feedback gives your business and your employees the chance to repair your image, your reputation, and improve the level of service you want to provide. So search for negative feedback and embrace it! Recovering the customer's business starts immediately when the problem becomes apparent, not two weeks later. These five steps toward G.R.E.A.T. service can both change the way your customers see your employees and help your people lower the emotional temperature of each customer encounter a better outcome for everyone! This Information is fully copyright and is part of the For more information: dge@turbochargeyourpractice.com phone (+61) (0)

4 Resource Box The sales and profit generating information you are presently reading has been taken from the Turbo Charge Your Veterinary Practice System as developed by international veterinary business coach, seminar speaker and hands-on consultant Dr Diederik Gelderman. Dick or DG as he is also known is a former Australian Vet Of The Year and he most certainly can walk the talk having transformed a struggling one man practice into an international industry leader. Today his systems, advice and workshops have literally transformed thousands of practices worldwide as measured by the one common denominator that is universal and meaningful to the veterinary practitioner...massive EXTRA profits as measured in cash! If you are a practitioner who is fed up with ordinary results and who is ready for dynamic change...then take the first step right now and contact Dick direct for an obligation free discussion of possibilities. If you would like to distribute Dicks massive range of profit generating practice developing information and systems, he d also be keen to hear from you. But, act now... him on dge@turbochargeyourpractice.com or phone him on +61 (4) All information as contained is heavily protected by international copyright. Written permission is required for any ancillary use. This Information is fully copyright and is part of the For more information: dge@turbochargeyourpractice.com phone (+61) (0)

5 Where The Rubber Hits The Road When you do more than just find this article interesting when you do something about it and TAKE ACTION. When are YOU going to take action..? Document EXACTLY what you intend to do, WHO is going to do it and By When WHAT WHO BY WHEN This Information is fully copyright and is part of the For more information: phone (+61) (0)